For Customer Service Success, Stop Speaking About AI, Chatbots And Agents As Either/Or Entities

With all the promising new customer experience technology (AI, chatbots)and channels of customer service engagement, any implementation of technology you undertake needs to be done with a deft touch to ensure that you don’t end up with something that alienates rather than engages customers.

from Forbes – Tech https://ift.tt/2Ni0DSJ
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